Frequently Asked Questions

Are all your lockets real Sterling Silver, Gold, and Platinum? Do you use plate/vermeil/rolled gold?

We only sell real solid Sterling Silver, 9ct & 18ct gold, and platinum. We do not sell any plated items. Some websites sell gold vermeil lockets. This is a form of gold plating on silver, and is not solid gold. All of our gold lockets are solid 9 or 18 ct gold with a British hallmark.

Are all your gemstones real diamonds, rubies, sapphires, emeralds, amethysts, etc.?

We only sell real precious and semiprecious gemstones, apart from cubic zirconia (CZ, a diamond simulant), which is clearly marked. We do not sell any moissanite, zircons, or any other synthetic gemstones. We are members of Gem-A and our team includes a certified gemmologist.

Do you offer discreet packaging?

All our orders are sent out in a plain envelope which states our return address but does not identify our company. The complimentary gift boxes also include a plain white sleeve to keep the gift box hidden.

When will I receive my order?

For Timescales and Shipping information, please click here.

Do you offer proofs of photos or engravings?

Unfortunately, we are unable to offer any photographic proofs. However, if there is an issue with your photo or engraving, we will let you know. Examples of our photo insertions and engravings can be found on the Personalisation page.

Can I send my own locket for you to do photos?

Unfortunately we are only able to offer our Photo Insertion service for lockets purchased through our website.

Can I send back or return my locket for photo insertion or engraving? Can you send new photos?

Yes, this is certainly possible. We charge our standard rates for these services, plus return postage. With Photo Insertion, we are also able to offer to send out new photos for home insertion. For this, we will crop, edit, and print the photo to the perfect size, and send you 2 copies (including perspexes if required).

How do you ship your lockets?

You can find all our shipping information on our Timescales & Shipping page.

What is your return policy?

We are happy to accept any lockets back within 14 days of you receiving your order, provided that the locket is shipped back in the same unused condition that we send it. We inspect and photograph all lockets before shipping. For lockets which are faulty, we will refund postage according to the value of the order: ie. First Class post for orders up to £150, and Special Delivery post for orders over £150.

Our return address is:

TLT
Basepoint Business Centre
Aviation Park West
Christchurch
Dorset
BH23 6NX

Please note that engraved lockets cannot be returned, unless they are faulty.

Can you clean or repair my locket?

We offer an in-house cleaning and repair services for lockets purchased through our website. Please email sales@thelockettree.co.uk with more information.

Are you available for viewings?

Yes, we are happy to arrange a viewing in person. Please phone or email us to make an appointment.